TSO Surface is responsible for the day to day service management of hundreds of services, applications and systems spanning the TFL estate. The team support a number of Mission Critical services, a number of which are extremely high profile and / or critical to the safe and efficient running of London Transport Services. As such, our success is based on building meaningful and trusted relationships with our colleagues, customers and suppliers and in being prepared to go the extra mile to deliver outcomes that make a real difference.

As a result of ever increasing customer demand we are currently looking for a customer focused individual to join the team and provide day to day support for a team of 8 Service Analysts. Reporting into the Service Owner and with a dotted line into the Senior Service Performance Manager the successful candidate will bring a positive can-do attitude to the role by identifying opportunities to deliver service improvement through collaboration, innovation and a willingness to challenge the status quo when required.

Taking responsibility for the Surface Team’s strategic reporting and performance management you will work with colleagues in all areas to ensure our customers are kept at the heart of everything we do and will forge strong, open relationships with colleagues within and outside of TFL.

We are looking for some one with proven track record of leading by example with strong man-management skills and developing motivated teams to deliver second to none service support.

Key Accountabilities

To lead the Service Analyst Team in the delivery of

•Transition and ad-hoc project support

•Performance Reporting

•Tender / Procurement Support

•Supplier and Service Performance Management

•Leading and managing a team of up to 9+ in a people management, resource allocation, quality assurance, coaching and development

To support the SPMs in the:

•Day to day delivery of services within the Surface arena, managing suppliers and internal teams to the agreed service level targets and compliance with sub contracts or operational level agreements.

•Delivery of business outputs (e.g. demand, capacity, licence management, service lifecycle management, cost of services etc) across the service lifecycle of the systems, services and technologies within their portfolio

•Service design for new or changed services and support projects during transition into the live environment.

•Building and maintaining relationships with key stakeholders to understand any changes in priorities or likely business demand and mitigate any threats identified.

Financial Impact

•Directly responsible for a team of up to 9 roles with a budgeted spend of approx. £700K approx

•Directly supporting the delegated financial budgets of the Senior Service Performance Manager for service provision of supplier contracts of up to £60m pa.

•Directly influencing contract values and service provision of up to £5M pa.

Key Interfaces

•Senior TfL business stakeholders as the single point of accountability for the performance of T&D services within respective area

•Service Owner, Head of T&D Digital/Payments/Surface/LU & Engineering/Professional Services, Technology Programmes, and development teams to enable the successful transition of services into live operation

•Commercial stakeholders to coordinate the management of service suppliers

•Finance stakeholders to define the total cost of ownership and manage service financial performance

•Service suppliers to ensure consistent service performance and instigate continual service improvement activities

•Service suppliers to ensure understanding and delivery of TfL Mandatory Standards and Policies throughout the Service lifecycle

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

•Final salary pension scheme

•Free travel for you on the TfL network and nominated person

•A 75% discount on National Rail Season Ticket and interest free loan

•29 days annual leave plus public and bank holidays

•Tax-efficient cycle-to-work programme

•Retail, health, leisure and travel offers

•Discounted Eurostar travel

The closing date for applications is Sunday10th March at 11:59pm

Application Process

Please apply using your CV and a covering letter. Please think carefully about the skills, knowledge and experience outlined in the job description and ensure your CV reflects the requirements of the role you are applying for. You may also use the ‘additional documents’ section in your online application to attach a more detailed profile that is specifically relevant to the role you are applying for.

Equality and Diversity

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, ethnicity, gender, sexual orientation, age or disability status.